I. Welslips et al., CRITICAL SERVICES DIMENSIONS - AN EMPIRICAL-INVESTIGATION ACROSS 6 INDUSTRIES, International journal of service industry management, 9(3), 1998, pp. 286
Analyzing over 800 critical incidents across six service industries th
is study finds that responsiveness, courtesy/understanding the custome
r and communication frequently function as satisfiers driving the occu
rrence of positive incidents. Lack of competence, credibility and, par
ticularly, reliability function as dissatisfiers driving the occurrenc
e of negative incidents. Two generic dimensions emerge from multiple c
orrespondence analysis: service system versus service people, and cust
omer initiative versus employee initiative. The service system is asso
ciated with negative incidents, and service people with positive incid
ents. Substantial differences between service industries in antecedent
s of critical incidents emerge. Implications and recommendations for s
ervice delivery design and management are offered.